Sharpening our capacity to work with the most highly disadvantaged

Achieving sustainable employment through ICM

Intensive Case Management (ICM) provides a greater opportunity to help the highly disadvantaged or very long-term unemployed clients move into sustainable employment. This model favoured by CoAct allows targeted service delivery with broad measurable impact that can be replicated at scale across disadvantaged community groups.

Demonstrated expertise

CoAct has a proven track record of expertise in working with disadvantaged community groups. Our ICM program differs from mainstream employment services by providing greater flexibility and more intensive support for job seekers.


We invest at the front end to deliver a highly intensive, individualised service focused on securing sustainable employment, complimentary to individual circumstances.


This gives us the ability to work with job seekers without the constraints of prescribed contact regimes, enhancing engagement and ultimately generating higher outcome levels.

Best-practice ICM model

Intensive Case Management means a change in focus from administering an employment contract to providing excellent customer service.


CoAct case managers meet individually with clients to assess needs and goals and to determine:

  • Level of work readiness
  • Skills and experience
  • Development needs
  • Personal support and
  • Personal development needs.

A mutually agreed action plan is developed incorporating all aspects of the individual’s circumstance which may be impacting on their ability to secure employment.


Where appropriate, CoAct case managers source specialist external support services for issues directly impacting the individual’s ability to obtain employment.

6 key pillars of the CoAct ICM program

  1. Building a positive self-concept through guidance on developing skills for building positive relationships, adapting to change and responding positively to work/life changes.
  2. Assessing and understanding each job seeker’s barriers and employment goals
  3. Working closely with the job seeker and relevant supports to design and deliver an action plan to gaining suitable employment that considers their individual circumstances.
  4. Training to bridge skill gaps by sourcing targeted informal and formal training which supports career goals including basic literacy and numeracy and vocational training.
  5. Career planning including resume and application preparation, interview coaching, job search, vacancy identification and job application requirements
  6. Frequent and high-quality support and contact during the job readiness, job search and job placement phases.

Experience Intensive Case Management the CoAct Way

Significant elements of CoAct’s ICM program include:

  • Fully trained, dedicated high quality ICMs
  • Case management and coordination
  • Intensive outreach and support
  • Extended hours of availability
  • Consultation and specialist advice from professionals to family members (if required)
  • Activities to extend informal networks and build skills & confidence
  • Employer support, including:
    • Brokering employment opportunities
    • Supporting the employer post placement of job seeker
    • Accessing government services e.g. workplace modifications
  • Multi-disciplinary staffing. ICMs able to effectively:
    • Mentor and case manage towards employment
    • Support skill development
    • Broker employment
    • Deliver post-placement support (once placed into employment)
  • Service coordination from a central location

Find out more about CoAct's Intensive Case Management model

ICM reinforces CoAct’s values and approaches to working with clients including:

  • Working with strengths, not focusing on weaknesses
  • Motivating not coercing
  • Treating each client as an individual with specific needs

To find out more about CoAct’s expertise working with Australia’s most disadvantaged, get in touch with our team today.

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